Welcome to Perfomance Development Strategies.



We partner with our clients to help them determine where they want to go and what results they want to achieve.  Then we help you develop the action plan to make it happen.  We help our clients develop and manage strategic, cultural, and structural changes within their organizations. By working together, we can provide personalized processes and support materials that help turn goals into reality. We help organizations align their plan, people, and systems in order to gain a competitive edge.
We facilitate and coordinate programs to develop your company's human capital, focusing on attitude development, human relations, skill development, and goal setting.

 

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Customer Service and Customer Loyalty


The mastery of customer service can mean the difference between success and failure. The corporate trend of raising customer service is a business necessity. Customers are more willing to forgive a product failure than a service failure by a ratio of 5 to 1. If customer retention is important, then improving customer service must be the tactic. Unfortunately in many companies, the customer has become a low priority. When people are not treated according to their expectation, they will take their business elsewhere. What’s more, they relay their bad experience to ten or more other people. The question then becomes not whether to improve your companies service standard, but how?

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What is
coaching? Is it right for you?

Have you ever felt like you are navigating through your professional life alone? If you are like most executives and small business owners the answer is yes. In a corporation, the higher up the ladder you go the harder it is to find someone to discuss dreams, goals, actions, and success strategy. This is also true of the small business owner. Having a coach is like having a needed connection that cannot be made with others. For example:

Your spouse may listen but the dynamics of marriage relationship may cloud perspective and objectivity.

Your friends want to be helpful but they don’t have the training to identify real issues and they don’t have the time commitment.

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PD Strategies Blog

Performance and Development Strategies Blog is the informational place to get timely and purposeful articles on the issues that concern you most.

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Grant Schneider

Grant Schneider

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Posted by on in Strategic Leadership
You may believe that you have a powerful customer value proposition but if your employees are not on board it will never be fulfilled. If they are not on board then, perhaps, you are not leading them. When I consult with business owners in Westchester County New York often I hear comments about getting the staff to do the right things. Sometimes an owner is willing to place all the blame on the staff being lazy, unmotivated, or the like. Fortunately, most will ask how they can improve their ability to get the team behind them. You can change things by being laser focused on the goals and leading by example. Your laser focus empowers your employees who in turn create loyal customers by their actions. Being Laser Focused - You may be the owner but that does not mean you are seen as the leader. As owner you can influence...

Posted by on in Improved Business Results
Having a unique value proposition will differentiate you from your competition. Most people are at a loss when it comes to articulating their unique value proposition. Many companies say that their service is what sets them apart from their competition. They will say, “Our Service is what sets us apart. We give great customer service.” If that is your answer, I would ask you to think about that. Doesn’t everyone claim to give great service? What is unique about yours? You really need to go a step above that by exceeding your customers’ expectations. One way to do that is create a product, a service or an experience that is innovative in your customers’ eyes. What would really wow your customers? Steve Jobs achieved that wow when he created the iPhone, an invention that was less of a phone than something holding most of our needs that we can carry anywhere....

Posted by on in Strategic Leadership
Is your leadership all sizzle and no steak? Are you talking the talk but not walking the walk? Your style and your methods, and intent may be great, but the real beef is in the final RESULTS. Therefore, why not start off by defining the desired outcome and the desired results and go from there. This common sense leadership style is called the Result-Based Model of Leadership. Here is how you can create the desired results with your team. Make the organizational vision clear and inspiring. Now set objectives (your mission) that supports your vision for your organization. Next, break those objectives down into “goal categories” such as “sales”, “marketing”, “operations”, “people development”, or “customer loyalty.” Now, align your people and your processes so that virtually everything that happens in your organization works purposefully toward achieving the results outlined in your vision. I have found, in working with my Westchester County...

Posted by on in Strategic Leadership
Do you ever wonder what make people want to follow a leader into danger? Consider some of the comments of two American military leaders. "Never tell people how to do things. Tell them what to do and they will surprise you with their ingenuity." -- Gen. George S. Patton "Leadership is the art of getting someone else to do something you want done because he wants to do it."                -- President Dwight D. Eisenhower The leadership in the US Armed forces inspires and demands that each person does his or her very best. To be sure the circumstances are much different in the Army than they are in an organization. However, good Leadership is knowing the difference of situations as how that motivates people. A great leader does understand what motivates people. If you wish to lead your own team you should understand that as well. A good leader knows...

Posted by on in Employee Engagement
Your most important task in your business is to attract and retain customers. Second most important task is to attract and retain great employees. You need a great product or service and a great value proposition to have loyal customers. The same is true for your employees. You must have a great employee value proposition. You are never going to learn the truth about your value proposition if you don’t ask. There are some organizations that never ask their customers or staff how the company is doing. Fear of hearing bad news will not make the bad news go away. However, it appears that many companies are just not comfortable asking the ultimate question, “How are we doing?” The reason that we know that companies are not interested in knowing how they are doing can be found in a Gallup survey. According to Gallup around 30% of employees are engaged at...

Posted by on in Improved Business Results
Measurements make a difference in the operation of your business. You may have heard the expression, “If you can’t measure it you can’t manage it.” Well, if you want to have a sustainable business you need to have a strategic plan, which includes those goals and objectives, and a way to measure your progress. Without these elements you are relying solely on luck. What you measure is just as important as having a plan and executing it. For example, many business owners are familiar with the acronym EBITDA (earnings before interest, taxes, depreciation, and amortization), or more simply said profit. That, however, is a measure of what has happened in the past. It may not predict what will happen in the future. Predictive analytics is the best way to step in and create your business future. It is far better to rely on predictive measurements to make decisions than to rely...

Posted by on in Vision and Values
Every organization has a culture. Your organization has a culture too. Question is whether your culture is creating the outcomes you want. If it is not, then it is time to change the culture. Attitudes drive culture. I love what Zig Ziglar said, “Your attitude determines your altitude.” The fact is that people do not put enough emphasis on how attitude affects performance. If you are the leader of the organization your attitude affects the culture of your organization and, ultimately, its performance. An organization that has a positive vision and values, and that has leadership that lives and promotes those values is creating a positive culture. But if there is a negative attitude at the top the culture of the organization is doomed. There is a strong link between attitude and performance. Let’s start with defining what attitude means in this context. An attitude is a pattern of thought. These...

Posted by on in Strategic Leadership
The employees of your business are important to your success. And today more than ever their connection with their job and your business is directly related to your success. In past times, leaders would give directions and expect them to be followed. Leadership today requires collaboration. Instead of saying what you want done you will say, “here is what we can accomplish together to achieve our goals.” Unfortunately, I am sometimes contacted by business owners that can’t understand why there are so many bad employees and they want me to fix them. I was asked by a family business what I felt needed to be done to “make their people work.” They did not ask me what they could do differently. For starters, family members disagreed on the operation of the business. Because of this, some key employees chose to align with one family member over the other. The managers in...

Posted by on in Sales and Marketing
The goal of a salesperson is to complete a transaction. The goal of a trusted advisor is to create a loyal customer relationship based on credibility, trust and respect. In reality both of these individuals is a salesperson but they approach the buying and selling process in remarkably different ways. Dan Pink, in his book, “To Sell is Human,” contends that everyone is in sales whether we have the title or not. He repackages it as “the art of moving people.” Everyone practices this art from salespeople to consultants and teachers. The old formula of sales no longer works. Those who remember sales from years ago remember ABC which means Always Be Closing. This tactic no longer works in today’s information rich environment. In the past, using gimmicks to close was successful because the seller had more information than the buyer which gave the seller the upper hand. Today we buy...
Tagged in: Sales Trusted Advisor

Posted by on in Vision and Values
Values are more important than anything else when selecting team members. While having different skills and ideas brings strength to a team, it is imperative that the team shares the same values. Are you clear about what you value? If you know your core values and stand behind them, you can set goals with confidence. Your values will help you with your WHY. Moreover, your why is much more important than your how. How many businesses can say why they are in business or articulate their basic business foundation? You might be surprised at how few really can. Any successful business needs to have vision—that is what the business will look like when it is successful. Your vision is your dream. You must have a dream if you want to have a dream to come true. Your core values are of greater importance than vision. These are the ideals that you...

Posted by on in Fear of Change
Change is inevitable. You can’t decide not to participate. It is happening won’t remain the same. Instead you will lose ground and move backward. As the earth moves everything changes. Cars change, technology changes, and business practices change. What you did to get to where you are today will not get you to where you want to go tomorrow.   If you want to continue hold onto your customers and market share you must adapt to changing times. And if you want to move forward you need to anticipate and get ahead of change. Why do people resist change? Why do people continue to do the same things although they are no longer getting the results they once achieved? If we understand why we resist change, we can overcome the obstacles that are holding us back. If we overcome obstacles to change, we can make progress even to the point of getting...

Posted by on in Competencies and Strengths
Would you like to reach your true potential? Then do something that may sound counterproductive. Stop worrying about your weaknesses. Although it is foolish to try to improve your weakness you have been told the opposite since you were in grade school. Even if you attempt correct your weaknesses you will never be fully satisfied, and you will be in a constant state of stress. But isn’t that what many of us try to do?   When your child comes home from school with his or her report card and it shows, for example, an A in math, B’s in history and science, and a C in English, what is your response? That’s right. Most people will talk to their child about raising the grade in English. But what if your child might have a real talent in math? He or she might become a great math genius. But it might never...

Posted by on in Improved Business Results
Do you see your Westchester County NY business the way that others do? You have been working in your business for a long time. Many times, when you see something every day you stop noticing. Does that make sense? For example, when you started your business you were focused on how you were going to get customers and what resources you would need to deliver the products and services to those customers. That might have been 2 years ago, 5 years ago or even 10 or more years ago. But you say, “I’m ok now because I have my routine set and it works without me thinking about it.” Here are two questions to ask yourself. Has a new team member joined and pointed out things you didn’t see? Have you had any suggestions or complaints by customers? Sometimes a person with a fresh set of eyes is needed to point...

Posted by on in Improved Business Results
Westchester employers are asking how they can get productive employees who will stay. You can’t just hire them. You then need to develop your employees so that they can produce better results. Your employees really want opportunities to grow and develop. There is so much out there written about performance reviews. Many of these writings focus on procedure. Here is a more practical bottom line approach but one that uses solid human relations skills. Performance management includes performance development. It is not merely enough to tell an employee here is your job description and see me if you have any questions. Establish expectations from the start. Help orient your new employee by helping him or her to understand the big picture for your organization. Share the organization’s vision, values, and mission along with the organizational goals. You will have more success if you are as transparent as possible. In order to...

Posted by on in Sales and Marketing
How do you see sales? Sometimes we think of the skillful of hard driving individual who “closes” a client. This is not today’s sales. And here is another fact. We are all in sales no matter what our job because we seek, at some time or another, to influence others. We need to build relationships firsts. Here are 7 ideas that will open your current sales thinking and help you become more effective in your selling activities: 1. Don’t use a sales pitch but instead start a conversation. When you call someone, avoid making a mini-presentation about yourself, your company, and what you have to offer. Start with an opening conversational phrase that focuses on a specific problem that your product or service solves 2. Your central goal is always to discover whether you and your potential client are a good fit. Let go of trying to “close the sale” or...
Tagged in: Sales

Posted by on in Strategic Leadership
I remember seeing the movie Ground Hog Day and thinking how hilarious it was to wake up every day and repeat the previous day over. We would not want that life but how many of us have Ground Hog Day at our business? How many of us get up in the morning when the alarm rings, go to the office, go through emails, catch up on uncompleted work, start the day’s work, take phone calls, try to meet the day’s deadlines, go home, tell everyone what a busy day we had, go to bed, get up in the morning when the alarm rings……   Like Bill Murray in the movie, have you come to the realization that you are doomed to do the same thing every day? Break the cycle! As I have mentioned before, when this lack of purpose happens, you are working IN your business rather than ON your business....

Posted by on in Improved Business Results
You are noticing that something is not right, but you can’t figure out what it is. I receive calls like this from business owner and it’s my job as the business doctor to learn the symptoms and then diagnose the problem. During my consultation I ask questions, listen for answers, and then ask some more questions. As an example of symptoms, here are some statements that I hear from the owners. Our sales have begun to level off. We can’t get our employees motivated. We are getting more customer complaints. We have new competition. While these sound like normal business problems there is no simple answer for them. It is important to look at the whole picture rather than make a reactive fix. It is better to take a proactive look. It would be a mistake to treat the symptoms rather than cure the disease. Many reactive business leaders treat the...

Posted by on in Strategic Leadership
Management and Leadership are two important roles and it is best if they work together. As manager you are guiding and controlling and as leader you are visioning, modeling, and motivating. In the earlier times of business, the role of a manager was not that complex. The manager oversaw what employees did. People performed or were fired. This traditional boss is no longer effective and no longer welcome. Management today is more complex. As manager you are responsible for the performance of your team, your business, or your company. The buck stops with you. However, that does not mean that you do everything yourself. It also does not mean that you offload your responsibility to your employees. It means that you get results by working with your people. You do this by properly delegating with confidence. You must be confident because you can only delegate tasks and authority. You don’t delegate...

Posted by on in Strategic Leadership
Many small businesses are family owned businesses. Suppose you started your business years ago and you have built a profitable business for you and your family. Your children are now working in the business. What will happen when you exit? Many parents do not have a plan in place for when they exit the business. There are number of steps that should be taken to prepare. These include legal, financial, and preparing the next generation to take over if they want to work in the business. In the first two areas you should work with an attorney and financial planner who understands tax laws. This is particularly important if you have other children who will not be working in the business. Now whether you seek succession of your business to your children or whether you seek to exit through sale you need to develop a strategic business plan. Your plan will...

Posted by on in Strategic Leadership
What would you like to happen in your business in 2019? You would like to be a success story but the possibility exists that you may be a statistic. One of the biggest challenges is not starting as a solo entrepreneur but growing the business and adding people. Michael Gerber, in his book “The E Myth Revisited”, discusses the reasons. The e-myth or the entrepreneurial myth as described by Gerber incorrectly assumes that the desire of the new business owner or entrepreneur, plus capital, plus a profit goal will result in success. But this has not spelled success for business and the lack of true understanding of what it takes has caused businesses to fail. Some businesses may survive due to external dynamics and timing, but they will become stagnant and the owner will feel like a hamster on a wheel. This is because there is a lack of entrepreneurial leadership....

Testimonial


Grant has worked with us at MAS to provide expert strategic planning knowledge and direction, effective goal setting and team development. I highly recommend his services to anyone who is looking to grow, organize or even redefine their business growth goals. Marshall that he had the greatest sales increase in 2012 30%

December 6, 2012, ~ Lisa Schmid and Marshall Marinace

 


 

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